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Business Profile

Door Manufacturers

JELD-WEN

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Door Manufacturers.

Complaints

This profile includes complaints for JELD-WEN's headquarters and its corporate-owned locations. To view all corporate locations, see

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JELD-WEN has 47 locations, listed below.

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    Customer Complaints Summary

    • 135 total complaints in the last 3 years.
    • 43 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/21/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We bought a new house in ****. The house was completed in ****. This house has the side slider JELD-WEN windows, which are supposed to have a lifetime warranty. The windows shown in the uploaded documents show apparent seal damage and clouding from the argon gas. Since I did not purchase the windows and don't have an invoice, I contacted the Jeld-Wen and they told me I would find a sticker in the top right interior of the window frame, that would provide them with the manufacture date, serial number, etc. Of course, these windows are ***************************************** any of these. he only stickers or decals I found are in the uploaded photos. Jeld-Wen said they could not help me without these stickers. I believe they should do everything to do to help a customer and stand behind their products.

      Business Response

      Date: 12/01/2023

      A JELD-WEN representative contacted the consumer via email to offer a goodwill inspection of the products.  

      Customer Answer

      Date: 12/01/2023

       
      I am rejecting this response because: I have not received an email from JELD-WEN.  An email to me stating that they would perform a goodwill inspection, would be a good start.  Again, I received no email from the company.

       

      ***********************


      Business Response

      Date: 12/04/2023

      A JELD-WEN representative spoke to the consumer who accepted our offer to perform a goodwill inspection. The consumer will be contacted once a service date is confirmed with our scheduling department.

      Customer Answer

      Date: 12/04/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

      Thank you. 

      Customer Answer

      Date: 12/18/2023

       
      I am rejecting this response because:

      Jeld-Wen called on 12/4/2023, at 10:04 am, and said they would be calling to set up the onsite goodwill inspection.  I have been waiting for them to contact me.  I have not heard anything from them since that time.

       

      V/r,

       ******************************



      Business Response

      Date: 12/18/2023

      The JELD-WEN scheduling team spoke with the customer (*******) ****************, and customer has accepted service date of 1/8/24 with arrival between 8:30-9:30 local time. 

    • Initial Complaint

      Date:11/16/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Install is bad. Door won't lock. It was adjusted poorly. The door is wearing grooves in the trim. The installers stripped the original holes for the mounting. They won't come and fix it on a friday (same day of the week they installed on). But it's the only week day im home to let them in.

      Business Response

      Date: 11/29/2023

      A JELD-WEN representative has emailed the consumer twice requesting additional information and has not received a response.  In order to establish a warranty claim for the sliding patio door we request the consumer contact us.  Direct contact information was provided in the emails.   Additionally, JELD-WEN is not an installation company.  If this complaint is regarding installation of the door unit,  we recommend the consumer contact the installers for a resolution.   

    • Initial Complaint

      Date:11/09/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased 10 windows from Jeld-wen on 08/16/2023. Nine of the ten windows were delivered on 10/05/2023. It is now 11/08/2023 and after repeated emails and phone calls both to menards and Jeld-wen no one has been able to give me an answer on when I will get my last window. The window is delayed my home building process and it is absurd that no one can help me on their end.

      Business Response

      Date: 11/21/2023

      On behalf of JELD-WEN, we apologize for any inconvenience you have experienced.  A JELD-WEN representative contacted the consumer and confirmed that the last window has been received.  Thank you.

    • Initial Complaint

      Date:10/30/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We have been trying for almost three years to get Jeld-Wen to replace the screens on all our new Jeld-Wen windows that have never fit correctly. Several times they have been out to our house but never bring the correct screens. They have been paid in full for the windows and screens.

      Business Response

      Date: 11/13/2023

      A JELD-WEN representative has contacted the customer and supplied the scheduled date for service.

      Customer Answer

      Date: 11/14/2023

       
      I am rejecting this response because: it has been years trying to get the correct screens installed.  ************** the screens have been delivered that either do not fit, are missing components, or both.  We have not received any compensation or other reconciliation from the manufacturer, which has tried to blame their failure on the pandemic.

      Business Response

      Date: 11/21/2023

      A JELD-WEN representative has contacted the consumer to review the claim.  The consumer agreed to a service date where a field technician will provide and install new screens.  Contact information has been provided to the consumer to reach the representative if there are any further questions.  

      Customer Answer

      Date: 11/21/2023

       
      I am rejecting this response because:  Jeld-Wen keeps taking the position that this is a warranty claim.  However, we have never received the correct product that was ordered.  No compensation has been offered for the ridiculously long time this has been going on.  How is it acceptable to go years without delivering and installing the correct product?

      Customer Answer

      Date: 11/22/2023

      Nov. 29 at 8:30 a.m.

    • Initial Complaint

      Date:10/26/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Purchased vinyl patio door and had it installed the fall of 2022. Spring of 2023 the windows turned pink from bad seals. Called customer service and was told the parts would be ordered and installed under warranty. Well after three emails saying there was a problem with ordering, the parts would have to be re ordered. Three times. Now they say the parts are in and will be installed November 28. The sealant will not seal in below freezing weather. Get them in sooner or give me my money back for door and install so I can have a new door.

      Business Response

      Date: 11/01/2023

      A JELD-WEN representative contacted the consumer to offer a new service date which was accepted.

    • Initial Complaint

      Date:10/23/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Springs on several windows pop out. Tabs that release windows to the inside break off. One of the window springs broke the vinyl apart.

      Business Response

      Date: 11/02/2023

      JELD-WEN has contacted the customer and agreed to send a technician out to the jobsite to perform a site assessment on the windows and we are currently working on scheduling the service date.

    • Initial Complaint

      Date:10/18/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought an exterior door from ****** in ****** ***********. MMI Door is the manufacturer of the door. After the door was installed, I immediately started having problems with it within a few months. There were so many gaps as to where i could see outside and feel air coming through. I contacted the store to inform them of this and they sent out the original installer. The installer looked at the door and said the door was made a little smaller than my opening. They patched it as best they could. Fast forward to a year and 3 months later, the door has buckled, window trimming is warped and i can see outside from the gaps. Called ******, they told me that the warranty was out and that I needed to contact the manufacturer because the manufacturers warranty is still valid. Manufacturer keeps saying it's the stores problem. ****** keep saying its the manufacturer problem. I'm stuck on what to do next. I paid my hard earned money for the door and the installation

      Business Response

      Date: 11/02/2023

      A representative from MMI contacted the consumer for purchase information.  The receipt indicated the door in question was supplied by Woodgrain Distribution and not MMI. The consumer has been notified with this information.

    • Initial Complaint

      Date:10/04/2023

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered 2 Jeld-Wen windows from Lowes on 12/21/2022. They were delivered to the store and picked up 2/20/2023. They were installed in early March 2023. One of the windows was discovered to be missing some internal trim components. I submitted a warranty claim (claim ********) online regarding the manufacturing error to Jeld-Wen on 3/13/2023.I received an email from Jeld-Wen on 3/15/2023 showing they filed the claim as a window replacement. I contacted them via email and told them their mistake with photos submitted that same day. They responded the same day with a corrected work order for replacement trim. The email had an estimated parts availability of 4/7/2023.On 5/2/2023, I contacted Jeld-Wen via email for an update, and *********************** from Jeld-Wen responded the same day that the job had been assigned to a contractor who would contact me to arrange installation. On 6/16/2023, I contacted Jeld-Wen via email again asking for an update, and Jeld-Wen responded that they would contact the outside contractor for an update. They also provided me with the phone number for the contractor. I contacted the contractor, and he said he hadnt yet received the parts from Jeld-Wen. I did not hear from Jeld-Wen again.I sent another email to Jeld-Wen 7/19/2023 and got not response. I contacted the outside contractor who stated that Jeld-Wen still had not sent him the parts.I sent another email to Jeld-Wen on 8/15/2023, and I got no response from Jeld-Wen On 9/24/2023, I submitted another warranty request through Jeld-Wens site as they had not responded to email since Jun 16. Claim ********. I still have not heard from Jeld-Wen

      Business Response

      Date: 10/11/2023

      A JELD-WEN Specialty Claims Associate has contacted the consumer to review the warranty claim. Window component parts have been reordered and will be shipped directly to the consumer.  Once delivered a field service visit will be scheduled to install the parts.  Direct contact information for this claim has been provided to the consumer if there are any follow up questions or concerns.  

      Customer Answer

      Date: 10/11/2023

       
      I am rejecting this response because:

      The warranty parts were apparently shipped to me on an 18 wheel tractor trailer that requires a commercial address for delivery. I have not yet received anything

      Business Response

      Date: 10/16/2023

      The parts have been delivered to the consumers residence.   A service visit is scheduled for tomorrow. 

      Customer Answer

      Date: 10/17/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. The window was repaired today.

      Thank you. 

    • Initial Complaint

      Date:10/02/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      June 2019 we bought a Sliding patio door from *********** Jeld-wen, chosen because of it being locally manufactured, or so we were told. We hired a reputable local contractor *********, who squared and installed it. Adjustment to slide and lock properly was impossible he discovered due to a manufacture defect. Adjusters and holes were reversed in the bottom of the door. After weeks of delay, we gave up on their service, we drilled new holes and reversed the adjusters. Still not able to adjust fully. Continued to phone and try to get service / warranty. Finally someone showed up and looked at it. They agreed it had been manufactured wrong, but joked it must have been a Monday morning job at the factory. The service techs reported back to the company that it was an installation problem and wasn't installed squarely. More phone calls and company stopped calling back. We moved to ********* a few months later and were unable to return due to Covid pandemic, until 2023. House has been mostly unused since then. We are now dealing with replacing this terrible door. The product was defective, the company's service and customer treatment was appalling. I want other people to avoid buying these products. How does a company like this stay in business?

      Business Response

      Date: 10/06/2023

      A JELD-WEN representative has contacted the consumer to offer a technician visit to troubleshoot the issues and inspect the installation.  Once accepted, a date will be scheduled for the visit.

    • Initial Complaint

      Date:10/02/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In early September 2023, I telephoned JELD-WEN regarding a warranty claim for a window with a failed seal asking for a replacement of the window. the window is a ***** window. JELD-WEN bough ***** Windows a number of years ago. Subsequent to the buy out of ***** we made warranty claims for windows that had failed seals and were referred to JELD-WEN. JELD-WEN honored the lifetime warranty on our ***** windows that failed and replaced those windows. Those warranty claims were in 2008, Case # **J08B31; Case #**G10D06; 2010, Case #**J10D04; 2012, File # **G12E63; 2015, Claim # **H15C99. Our claim made in September 2023, Case #********, Lambeth, was denied. We received an email saying, "After review, it was determined that the product falls outside and JELD-WEN warranty. All out-of-warranty wood product has been discontinued and is considered obsolete. We apologize for any inconvenience, but we are unable to process your request. To purchase new product, please visit the JELD-WEN website and click on 'Where To buy" to find dealers near you." I responded to that email saying they had honored our LIFETIME WARRANTY several and that there was not exclusion in the warranty for their discontinuing a product.. I told them I expected them to pay for the cost of our procuring a replacement window. i did not receive a response to that email.

      Business Response

      Date: 10/10/2023

      A JELD-WEN representative has reached out to the consumer via email and voicemail.  A copy of the applicable warranty that accompanied the **** products was provided.  The warranty coverage for insulated glass was 10 years for free replacements with a prorated amount for remainder of the 10 years.  In review of the consumers past claims, JELD-WEN resolved these claims within the terms of the applicable warranty.  The warranty coverage is now expired.  We are unable to provide the consumer any further assistance and consider this matter closed. 

    JELD-WEN is NOT a BBB Accredited Business.

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